Customer Support Engineer
Skills
Software As A ServiceChrome DevtoolsCustomer SuccessData AnalyticsEasily AdaptableEnglishMasking
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2+ years of customer facing support for Enterprise Accounts
- Full professional proficiency in English
- French is a plus
- Experience with JavaScript HTML5 CSS and APIs
- Proficient with SQL and Chrome DevTools
- Familiarity with AWS logs and monitoring tools is a plus
- Experience supporting enterprise clients in a fast paced data centric environment
- Strong ability to explain complex technical topics to diverse audiences
- Outstanding written communication skills
- Proactive mindset and strong ownership
- Experience in Web SaaS and SDK environments is a plus
- Experience with JIRA and Zendesk is a plus
Nice to have
- Empathetic
- Fast learner
- Comfortable with ambiguity
- Proactive
- Strong ownership
- Teaching mindset
Day to day
- Provide diagnostic and troubleshooting support for customer issues across web and support channels
- Resolve and document complex technical cases involving data collection implementation session replay masking logic APIs and integrations
- Partner cross-functionally with Product Engineering and Customer Success to improve client satisfaction and product outcomes
- Communicate technical concepts clearly to diverse stakeholders including product managers marketers engineers and executives
- Manage expectations timelines and SLAs while working flexible shifts and rotational on-call coverage